11 replies to this topic

[gdewald]

I am trying to contact Roxio support to get some help.  I try to log on to the contact support site and get the Web Self Support link with a user name and password required.  I use the same name and password that I am currently logged on with and the site says I have the wrong user name or password.  I just want to contact a tech to get some help.

I find this very frustrating.  Who designed this mess?  Do they really want to support their software.  I am getting really close to asking for my money back and going to the competition for better software and support.

Is anyone else encountering the same frustration or is it something that I am doing?

[pvancleef]

I agree completely! The online help just repeats the product help and there seems to be no way to contact tech support. I have been going around in circles trying to find e-mail access with no result. The so called on line chat with tech support is always busy and one is then always redirected to the dreaded Roxanne.

[Larry]

gdewald, on Feb 2 2006, 12:20 PM, said:

I am trying to contact Roxio support to get some help. I try to log on to the contact support site and get the Web Self Support link with a user name and password required. I use the same name and password that I am currently logged on with and the site says I have the wrong user name or password. I just want to contact a tech to get some help.

I find this very frustrating. Who designed this mess? Do they really want to support their software. I am getting really close to asking for my money back and going to the competition for better software and support.

Is anyone else encountering the same frustration or is it something that I am doing?

pvancleef, on Feb 3 2006, 08:10 AM, said:

I agree completely! The online help just repeats the product help and there seems to be no way to contact tech support. I have been going around in circles trying to find e-mail access with no result. The so called on line chat with tech support is always busy and one is then always redirected to the dreaded Roxanne.

Some of the selfhelp and ask roxanne didn't seem to be working right when I checked it last night. You could consider trying to contact them thru other means. This page has a variety of contact info.
http://www.roxio.com...tactroxio.jhtml

[michaeldpearson]

gdewald, on Feb 2 2006, 06:20 PM, said:

I am trying to contact Roxio support to get some help.  I try to log on to the contact support site and get the Web Self Support link with a user name and password required.  I use the same name and password that I am currently logged on with and the site says I have the wrong user name or password.  I just want to contact a tech to get some help.

I find this very frustrating.  Who designed this mess?  Do they really want to support their software.  I am getting really close to asking for my money back and going to the competition for better software and support.

Is anyone else encountering the same frustration or is it something that I am doing?

Agreed - Software full of bugs (just list them all from this forum), difficulties with Customer suppoort (just read about that in this forum) and now online support not working properly!
Coupled with a reluctance to offer patches for the European version of EMC8, or even an acknowledgement that they are working on this (presumably, huge) project.
I have supported Roxio over the years since V6, but am so disappointed with their current performance, I am researching alternative makers' software and recommending my friends do likewise.

[E Brent Price]

I'm having the same problems in spades.  I bought 7, then 7.5, now 8.  I haven't been able to burn a DVD in weeks now.

However, frustration aside, I think this software must work wonderfully for most people or they'd be out of business by now.  If everyone had our problems there would be thousands of complaints here.  Also, I've read that all burning software is by nature fragile.

But for us who do have problems, well documented in these forums, there seems to be an arrogant attitude to keep us at arms length because they figure we must be stupid or have inferior setups which would be our problem, not there's.  And they would have a point.  Most calls to Support involve stupid simple things that could be found in the manuals that came with the computer.  How many people back up their hard drives regularly, for example?

Those of us who do backups and have new up to date hardware software and knowledge, should be able to talk to an engineer.  For free.  We'd have our burners hot and they'd learn something to help future releases.

What we need is an in between filter and Roxanne ain't it.  Or she's broken.

And I'm tired of the pat replies from those e-thingies that recommend steps we already tried (telling you right there they didn't even read your complaint) and the rest reads like a Doctor who can't say 'I don't know' so says, eat better exersise more and stop smoking.  And I don't smoke!

I just want my stuff to work.

E. Brent Price

Edited by brent_price@verizon.net, 04 February 2006 - 01:59 PM.

[auburntiger7]

lbissonette, on Feb 3 2006, 06:27 AM, said:

Some of the selfhelp and ask roxanne didn't seem to be working right when I checked it last night. You could consider trying to contact them thru other means. This page has a variety of contact info.
http://www.roxio.com...tactroxio.jhtml

ditto, it is like spitting in the wind with roxio, they want money but don't back up product.
tig

[lewisbmo]

pvancleef, on Feb 3 2006, 06:10 AM, said:

I agree completely! The online help just repeats the product help and there seems to be no way to contact tech support. I have been going around in circles trying to find e-mail access with no result. The so called on line chat with tech support is always busy and one is then always redirected to the dreaded Roxanne.

I agree with you too.    You cannot ask a simple question.  They want to sell you the software and then, you're pretty much on your own.  And my experience has been that Roxann doesn't know a #$^@ thing!

[grandpabruce]

lewisbmo, on Feb 5 2006, 02:38 PM, said:

I agree with you too.    You cannot ask a simple question.  They want to sell you the software and then, you're pretty much on your own.  And my experience has been that Roxann doesn't know a #$^@ thing!

And your question is????????

[gdewald]

grandpabruce, on Feb 5 2006, 01:51 PM, said:

And your question is????????

The question started out as "Is anyone else having frustration in contacting web support?"  

You have a large number of posts on the site so you are very experienced.  Have you been having any difficulty in using the web service to get help for any of the difficulties you have encountered using EMC8?  Have you found some workarounds to get in contact with their techs?

Thanks for your help.

[grandpabruce]

gdewald, on Feb 5 2006, 03:15 PM, said:

The question started out as "Is anyone else having frustration in contacting web support?"  

You have a large number of posts on the site so you are very experienced.  Have you been having any difficulty in using the web service to get help for any of the difficulties you have encountered using EMC8?  Have you found some workarounds to get in contact with their techs?

Thanks for your help.

I haven't tried getting ahold of tech support in 2 years.  All I can say is keep trying.  It doesn't look like they respond in a timely manner.

[sknis]

If I might step in here.  I think was grandpabruce was asking is what problems are you having with this program?  Perhaps we can help.

I checked briefly and I found only one other post that you started.  It was about burning a large movie to disc directly.  You couldn't do it but could using the iso file method.  I responded that this was the preferred method  and that any error messages were probably from the firmware on your burner.  Did I misinterpret your post?  Are you just trying to copy that large movie?  What was the source?

gdewald, on Feb 5 2006, 03:15 PM, said:

The question started out as "Is anyone else having frustration in contacting web support?"

You have a large number of posts on the site so you are very experienced. Have you been having any difficulty in using the web service to get help for any of the difficulties you have encountered using EMC8? Have you found some workarounds to get in contact with their techs?

Thanks for your help.

Edited by sknis, 06 February 2006 - 05:42 AM.

[patatrox]

gdewald, on Feb 2 2006, 01:20 PM, said:

I am trying to contact Roxio support to get some help.  I try to log on to the contact support site and get the Web Self Support link with a user name and password required.  I use the same name and password that I am currently logged on with and the site says I have the wrong user name or password.  I just want to contact a tech to get some help.

I find this very frustrating.  Who designed this mess?  Do they really want to support their software.  I am getting really close to asking for my money back and going to the competition for better software and support.

Is anyone else encountering the same frustration or is it something that I am doing?

The login page actually asks for your e-mail address and not for your username... which would be the reason you can't access it.